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The Customer Journey: Onboarding Excellence With Rachel Brown
Manage episode 429646788 series 3577602
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Creativity is not just a buzzword; it's a strategic asset in the dynamic marketing space. But how can you strike a balance between a client's expectations and delivering groundbreaking, innovative work? Can a well-designed onboarding and project management framework bridge the gap between creative aspirations and business objectives?
Join Jenny Ridenour in this episode of Matters of Creative as she chats with Rachel Brown, the Customer Experience Manager at M Agency, who uncovers the facets of client onboarding, management, and retention in today’s digital landscape. Rachel illustrates the crucial role played by client feedback, the impact of having a dedicated liaison to navigate creative execution, and the value of a robust onboarding process, ensuring each project's integrity from start to finish.
Rachel Brown crafts exceptional customer experiences and drives projects from concept to creation at M Agency, leveraging the agency’s solid onboarding framework and years of experience in the industry. She provides an insider’s perspective on cultivating productive client-agency relationships, narrating her transition from a creative producer to a customer experience manager. She explains that to ensure the success of a project, a company needs to establish trust, ensure that everyone's goals are aligned right from the start, and give importance to onboarding details, such as using tailored client questionnaires and implementing effective communication strategies. Rachel’s approach underlines the significance of empathy, interpersonal connection, and transparent communication in managing challenges and maintaining project momentum.
Listen today for inspiration on delivering collaborative project experiences that exceed expectations.
ABOUT OUR GUEST:Rachel Brown is the Customer Experience Manager at M Agency, a brand identity and advertising design agency specializing in interactive, digital, and print media. With over eight years of experience in journalism and public relations, she started her career as a creative producer and now excels in project management. At M Agency, Rachel is pivotal in ensuring the seamless execution of projects from conception to completion while maintaining close client connections. Outside of work, she contributes to the Tacoma community through her board membership at the Tacoma Youth Symphony and supports the Rainiers as an ardent fan.
Learn more about Rachel:11 episodes
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